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- Tasks: Support clients and candidates, resolve complex issues, and drive automation in customer care.
- Company: Join MakiPeople, a rapidly growing HR tech company revolutionising recruitment with AI.
- Benefits: Competitive salary, equity packages, hybrid work, healthcare, and team socials.
- Why this job: Make a real impact in shaping the future of recruitment and customer experience.
- Qualifications: Bilingual in English and French, strong problem-solving skills, and customer support experience.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
The predicted salary is between 30000 - 42000 £ per year.
Hello, we’re MakiPeople 👋 MakiPeople is solving one of the biggest problems in HR: recruitment. In 2024, Maki experienced extraordinary growth of 300%, transforming hiring for industry leaders like H&M, BNP Paribas, PWC, Deloitte, Capgemini, FIFA, Clarins and many others, achieving 80% automation of screening and interviews, 3x faster time-to-hire and 20% lower turnover. Beginning 2025, we announced we raised a $28.6M Series A to revolutionize HR with conversational AI agents. Our mission is to give human resources more-than-human powers, blending human ingenuity with AI-driven intelligence.
We are expanding our Customer Implementation team to ensure clients experience a seamless setup and a powerful start with our platform, joining a dedicated team focused on crafting exceptional implementation experiences. This is a chance to shape the future of recruitment and ensure the best possible experience for our clients and candidates with MakiPeople.
About The Customer Care Team: The Customer Care Team is at the core of our customer experience, helping recruiters and candidates succeed at every step. You’ll collaborate closely with our other teams (tech, implementation & success teams) to ensure that our users receive fast, empathetic, and high-quality support. As a Customer Care Specialist, you’ll also help enhance workflows, drive automation, and deploy AI-powered support solutions to make Maki’s service more scalable and efficient.
Your missions: No two days will look the same. Your key missions will include:
- Handle and resolve complex tickets from our recruiter clients with empathy and precision.
- Lead escalations and support outsourced agents in addressing advanced cases.
- Maintain and optimize workflows, performing monthly audits to ensure reliability and efficiency.
- Drive automation projects, design, test, and improve Care workflows, and explore new AI opportunities.
- Lead the Help Center, maintaining consistent quality and brand voice across articles and translations (Portuguese, Spanish, English, French).
- Collaborate cross-functionally with Product, Ops, and AI teams to provide actionable insights and ensure customer feedback is integrated into our roadmap.
- Participate in discovery projects, including benchmarking AI tools, conducting feature analyses, and drafting recommendation reports.
- Monitor and analyze customer care data to identify trends, track key metrics (e.g., ticket volume evolution, touches per ticket, response times), and share actionable insights with the team.
Eventually, as one of the early employees of MakiPeople, you’ll have the opportunity to shape the future of the team. We share ownership of our work and our product as we believe our success is 99% due to our amazing team.
Your ideal candidate:
- Strong problem-solving and analytical mindset; comfortable with data-driven decision-making.
- Excellent communication skills (both written and spoken).
- Bilingual in English and French.
- Solid command of Excel / Google Sheets and familiarity with support tools (Intercom is a plus).
- A genuine passion for innovation, automation, and AI in customer experience (experience with AI-driven customer support tools is a plus).
- Proven experience in customer support, operations, or care project management.
- Familiarity with Notion, Slack, and knowledge base management.
- Previous exposure to HR tech or SaaS environments.
- Team-oriented, organized, and proactive.
A note on diversity at MakiPeople: if you don’t meet every qualification, we still encourage you to apply. We are committed to building a diverse, inclusive, and authentic workplace.
Your progression with us: Make a real impact with your contributions directly affecting the company’s success. Enjoy opportunities for career growth in autonomy, problem-solving, process design, innovation, and client management. We support ambitious journeys toward more senior roles as opportunities emerge. Shape your path with flexible mobility opportunities tailored to your aspirations within the organisation.
Your benefits:
- A competitive salary and generous equity packages.
- A hybrid working policy.
- A lunch card with a dedicated monthly budget.
- Team socials (weekly lunch & drinks, quarterly MakiDays).
- WeWork offices located in the city centre of London or Paris.
- Healthcare insurance with 100% of the contribution covered for you and your family.
- A supportive working environment.
Join us at Maki: Our vision: Give human resources more-than-human powers. Our mission: Build the conversational AI agent that liberates HR teams, advances organizations, and expands human potential. Our values: Play to Win; Push the Boundaries; Trust is Earned; Embrace Intensity; Stronger together.
Our process together: We want to offer the best candidate experience possible by letting everyone apply, with the process lasting about three weeks from invitation to first step.
- Step 1: A short assessment on Maki (~25 mins). This is an opportunity to explore our product and demonstrate fit, skills, and motivation.
- Step 2: A call with your hiring manager (~40 mins).
- Step 3: A call with a teammate (~40 mins).
- Step 4: A business case (~45 mins).
- Step 5: An informal meetup with your future team.
- Step 6: Your offer, if we have a match.
Customer Care Specialist - EMEA employer: MakiPeople
Contact Detail:
MakiPeople Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Specialist - EMEA
✨Tip Number 1
Get to know MakiPeople inside out! Familiarise yourself with our mission and values, especially how we blend human ingenuity with AI. This will help you connect with the team during interviews and show that you're genuinely interested in what we do.
✨Tip Number 2
Practice your problem-solving skills! As a Customer Care Specialist, you'll need to tackle complex issues with empathy. Try role-playing scenarios or using mock tickets to sharpen your response strategies before the interview.
✨Tip Number 3
Show off your data-driven mindset! Be ready to discuss how you've used data to improve customer experiences in the past. Bring examples of metrics you've tracked and how they influenced your decisions—this will impress us!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our amazing team at MakiPeople.
We think you need these skills to ace Customer Care Specialist - EMEA
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer care and AI shine through. We want to see that you’re genuinely excited about the role and how you can contribute to MakiPeople's mission.
Tailor Your CV: Make sure your CV is tailored to highlight relevant experience in customer support and any familiarity with HR tech or SaaS environments. We love seeing how your background aligns with what we do!
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and get straight to the point. We appreciate well-structured responses that make it easy for us to see your skills and experiences.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at MakiPeople
✨Know the Company Inside Out
Before your interview, take some time to research MakiPeople and its mission. Understand their focus on blending human ingenuity with AI-driven intelligence. This will not only show your genuine interest but also help you align your answers with their values.
✨Showcase Your Problem-Solving Skills
As a Customer Care Specialist, you'll need to handle complex tickets with empathy and precision. Prepare examples from your past experiences where you've successfully resolved customer issues or improved workflows. This will demonstrate your analytical mindset and problem-solving abilities.
✨Be Ready for Data-Driven Discussions
Since the role involves monitoring customer care data and identifying trends, brush up on your data analysis skills. Be prepared to discuss how you've used data in previous roles to drive decisions or improve processes. Familiarity with tools like Excel or Google Sheets will be a plus!
✨Practice Your Communication Skills
Excellent communication is key in this role. Practice articulating your thoughts clearly and concisely, both in writing and verbally. You might even want to prepare a few responses in both English and French to showcase your bilingual skills during the interview.
